Good Morning, I am following up on my last inquiry. I see that new documents were uploaded, thank you! However, now we have another issue. The person whose payment information was provided on the PAF is not the person who signed the document. In order to be compliant with our legal and payment processing policies, we will need to obtain a PAF that has the signature of the person whose payment information is provided, authorizing us to charge their account. Alternatively, we will need proof that the signer is authorized to use the provided payment information. This can be verified by having the signer listed on the account (e.g., by providing a voided check) or by submitting a copy of a POA granting the signer authority to use the payment information. Without formal documentation verifying this authorization, we will be in violation of PCI compliance standards. This exposes us to potential security risks and leaves us vulnerable if the client decides to dispute any charges. Without proof of authorization, we would be unable to properly defend against such claims, which could result in significant legal and financial consequences. Given that this client has been under care since December 21st, it is becoming increasingly critical. Please let me know if you have any questions or need further clarification. Thank you! DeAnna Brown ltci@thekey.com Long Term Care Insurance Customer Service - (855)-205-8007 Long Term Care Insurance Fax - (813) 693-5625 Billing@thekey.com 866-226-1702
On
Tue, 4 Feb at 9:57 AM
, DeAnna Brown <clientservice@thekey.com> wrote:
Hello,
I see that new documents were uploaded, thank you! However, now we have another issue. The person whose payment information was provided on the PAF is not the person who signed the document.
In order to be compliant with our legal and payment processing policies, we will need to obtain a PAF that has the signature of the person whose payment information is provided, authorizing us to charge their account. Alternatively, we will need proof that the signer is authorized to use the provided payment information. This can be verified by having the signer listed on the account (e.g., by providing a voided check) or by submitting a copy of a POA granting the signer authority to use the payment information.
Without formal documentation verifying this authorization, we will be in violation of PCI compliance standards. This exposes us to potential security risks and leaves us vulnerable if the client decides to dispute any charges. Without proof of authorization, we would be unable to properly defend against such claims, which could result in significant legal and financial consequences.
Given that this client has been under care since December 21st, it is becoming increasingly critical. Please let me know if you have any questions or need further clarification.
Thank you!
DeAnna Brown
ltci@thekey.com Long Term Care Insurance Customer Service - (855)-205-8007 Long Term Care Insurance Fax - (813) 693-5625 Billing@thekey.com 866-226-1702
On
Fri, 31 Jan at 11:01 AM
, DeAnna Brown <clientservice@thekey.com> wrote:
Hello,
I see that new documents were uploaded, thank you! However, now we have another issue. The person whose payment information was provided on the PAF is not the person who signed the document.
In order to be compliant with our legal and payment processing policies, we will need to obtain a PAF that has the signature of the person whose payment information is provided, authorizing us to charge their account. Alternatively, we will need proof that the signer is authorized to use the provided payment information. This can be verified by having the signer listed on the account (e.g., by providing a voided check) or by submitting a copy of a POA granting the signer authority to use the payment information.
Without formal documentation verifying this authorization, we will be in violation of PCI compliance standards. This exposes us to potential security risks and leaves us vulnerable if the client decides to dispute any charges. Without proof of authorization, we would be unable to properly defend against such claims, which could result in significant legal and financial consequences.
Please let me know if you have any questions or need further clarification.
Thank you!
DeAnna Brown
ltci@thekey.com Long Term Care Insurance Customer Service - (855)-205-8007 Long Term Care Insurance Fax - (813) 693-5625 Billing@thekey.com 866-226-1702
On
Fri, 24 Jan at 1:17 PM
, DeAnna Brown <itsupport@thekey.com> wrote:
Hello,
Upon auditing this client's profile, I noticed that the signature is captured on both the CCA and the PAF as an email address rather than the clients signature.
In order to be compliant with our legal and payment processing policies, we will need to obtain a new CCA and PAF that has proper signatures.
Without formal documentation verifying this authorization, we will be in violation of PCI compliance standards. This exposes us to potential security risks and leaves us vulnerable if the client decides to dispute any charges. Without proof of authorization, we would be unable to properly defend against such claims, which could result in significant legal and financial consequences.
Please let me know if you have any questions or need further clarification.
Thank you!
DeAnna Brown
ltci@thekey.com Long Term Care Insurance Customer Service - (855)-205-8007 Long Term Care Insurance Fax - (813) 693-5625 Billing@thekey.com 866-226-1702
On
Thu, 9 Jan at 7:31 PM
, Magda Vona <fvona@rogers.com> wrote:
Date Created
NetSuite ID
Clearcare ID
Caretree ID
Patient Name
Division
Region
location
URL
Priority
First Completed Shift Date
Start Month
Normal Bill Rate on CCA
Bill Rate on CCA Match Client Billing Policy?
Bill Rate on CCA Match First Scheduled Shift?
Is OT Verbiage included in CCA?
Does OT in Billing Policy Match Agency OT Settings?
Current Status
Date Completed/ Identified Deactivated
Initial Audit- Signed Consent Agreement or contract on File?
Initial Audit- Payment Authorization on File?
Special Handling Alert?
Signed Consent Agreement or Contract on File? (As of last audit)
Current Consent Agreement?
CCA Comment
Date CCA was uploaded
Date CCA was signed
Wet-Sign or E-Sign
Payment Authorization on File? (As of last audit)
PAF Comment
Date PAF was uploaded
Date PAF was signed
Wet-Sign or E-Sign
CCA signed by a Power of Attorney (POA)?
"Email Invoices" and Payer Contacts Added to Versapay
LTC/LTC AOB Tag, on Consent Agreement or on Payment Auth Form Email LTCi@thekey.com
Ticket# created - notified to LTC
Payment Method Added to Versapay (All should be added to Autopay)
Is Client Enrolled in Autopay?
Do not apply Credit Card surcharge?
CC PAF Form Redacted?
Client/Payer Invited to Versapay?
Deposit or Advanced Payment Needs Processing
Tag Added in NetSuite?
Interest seen on CCA?
Last Audited By
Last Audited On
FIN Welcome Call Ticket#
PSG Comments
Deactivated?
Open Balance
1/6/2025
164282
1000000000077974
Magda Vona
Canada
Canada
Waterloo
Home Care Assistance Waterloo
12/21/2024
Dec
No CCA
Yes
Started
Not Loaded
Not Loaded
No
Not Loaded
Not Loaded
Not on file
Not Loaded
Not on file
Not Loaded
Complete
Not Applicable
See PAF Status
No Signed PAF on File
Not Required
Not Required
Yes
No Deposit or Advanced Payment Needed
No info - Tagged PP
Not Loaded
Madel Cuadra
1/9/2025
1/9 - 1st Audit : Has completed shift schedule in the past, No CCA, No PAF, No PT, Tagged as Private Pay in NS - MC
$132.79
Checklist
Check List Type
Agent Answer
Assigned :
Date
Client PreCheck
Client Tag
Private Pay
Net Terms
Net 2
Net Terms Updated I NS
Y/N
Net Terms Standard
Y/N
Billing Frequency
Weekly
Bill Rate
ACH/CC Ending
CCA & PAF Name Match
Y/N
CSM Name
Staffing Manager
LTC Insurance
N
Carescout
N
Client Discussion
Reviewed Name & Address on File
Y/N
Ask how they want Invoices: USPS or Email
Y/N
Validate all Emails on File
Y/N
Let them know who is CSM & Staff Manager
Y/N
Discussed Billing Cycle Mon-Sun. (Invoicing date Wednesday, Auto Pay Friday)
Y/N
Versapay
Versa Pay Email Invite Discussion:
Y/N
Versa Pay Client Contacts Discussion:
Y/N
Versa Pay Walkthrough
Y/N
Autopay
Confirm the last 4 of ACH/CC on File
Y/N
Discussed Auto Pay Date Fridays
Y/N
Welcome Email Sent
Y/N
VP FAQ Attached
Y/N
If LTC: Welcome Letter Attached to Email
Y/N
Locations with Special Billing Cycles:
Winnipeg
Tagging in Profile
Calgary
The client will be tagged as Bi-weekly or Monthly.
Even if the bi-weekly tag is not on the client profile all clients with CDHC in their name should be Bi-weekly.
The ones with no tag are weekly.
Nebraska
Clients in the ‘LNK’ or ‘OMA’ ClearCare locations are billed weekly
Clients in the ‘CON’ and ‘OCN’ ClearCare locations are billed monthly unless they have a Waiver or Veterans Administration tag
If the waiver or veterans administration tag is present, the client's billing frequency must be set to weekly.